Usabilidade em ouvidorias digitais dos municípios baianos: uma análise sob a perspectiva das Heurísticas de Nielsen

Abstract

This study evaluates the applicability of Nielsen's Usability Heuristics (1994) as a tool for diagnosing usability problems in digital public service systems, using the digital ombudsman platforms adopted by municipalities in the state of Bahia, Brazil, as the object of analysis. It is an applied study with a qualitative-quantitative approach, developed through bibliographic research, documentary research, and heuristic evaluation based on Nielsen's (1993) severity rating scale. The mapping of the 417 municipalities in Bahia revealed that 84.2% already have a digital ombudsman system, with the SAI platform being adopted by more than 170 municipalities. Based on this survey, ten platforms were selected for heuristic evaluation, using FalaBR as the comparative reference. The results indicate that five systems presented an adequate level of usability, two presented major usability problems, and three were classified as usability catastrophes. Heuristic H10 (Help and Documentation) was identified as the most frequently violated among the evaluated platforms, while violations related to heuristic H1 (Visibility of System Status) had the most critical impact on the user experience. It is concluded that Nielsen's Usability Heuristics are suitable for the systematic identification of usability problems in e-government systems, providing technical support for improving digital ombudsman platforms and strengthening the relationship between citizens and public administration.